Client Service Officer (Customer Specialist Centre)

Client Service Officer – Client Specialist Centre – NSW Trustee and Guardian

• 2 x Ongoing opportunities. 35 hours per week.
• Location: Surry Hills. 
• Clerk Grade: 3/4 Base Salary $79,032 pa to $86,539 plus superannuation, and annual leave loading.

This role is based in our Customer Specialist Centre at Surry Hills. The role requires full-time attendance in the office, 5 days per week, with a possibility of 1 day work from home, subject to the team’s needs. The role also requires 8:30 am commencement time, a few times per week, subject to a duty roster.  

About us 
At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

Our commitment to diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

About the team 

NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s finances and legal affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation team, Proactive Customer Management team and Customer Independence and Support team.  

The Customer Specialist Centre is attached to the Proactive Customer Management Team and provides face-to-face intensive financial management, and other support services to some of NSW Trustee and Guardian’s most vulnerable customers. 

About the role
This role supports the Customer Specialist Centre (CSC) team to deliver face to face, intensive financial management services that are high quality, timely, effective, customer-centred that align to NSW Trustee and Guardian’s Customer Excellence Principles. The CSC works collaboratively with customers to provide empowerment through financial decision making.    

The role of the Client Service Officer is to understand the represented person, what is important to them in life and, as far as required, make financial decisions, in the customer’s best interests, that they would have made if they had decision-making ability.

As a Client Service Officer, you will:

• Communicate and engage with customers face to face to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand their situation.
• Adopt a customer-centered approach, in line with NSW Trustee & Guardian’s Customer Excellence Principles, with an emphasis on the provision of regular face to face/virtual/written customer contact to support upcoming financial decisions and provide information about the progress of decisions and avenues for review.
• Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee & Guardian’s Customer Excellence Principles.
• Manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officer and/or the Principal Client Service Officer as appropriate.
• Build rapport and consult with the customers on an ongoing basis.
• Exemplify high performance through role modelling NSW Trustee & Guardian’s Customer Excellence Principles, values and behaviours.  

For more information about the position, view the role description.

About you
Application is encouraged if you demonstrate the following skills, knowledge and experience:

• Has experience and is passionate about supporting people with disability, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector.  
• Is a strong communicator and can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.   
• Has strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee & Guardian divisions and external stakeholders.  
• Has a positive “can-do” attitude and be self-motivated.

Sound like you? We would love to hear from you!

Essential requirements  

• Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.

What we offer
NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

How to apply
To apply for this role:

• complete the online application
• submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability
• answer the following targeted questions (maximum two pages): 

1. Using an example, describe how you have ensured accuracy and completeness in estimating costs and calculating and recording financial information.
2. Provide an example of a difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer and what was the outcome of the situation. 

Read: writing your job application for tips with the application process.

Closing date
Applications close 11:59pm, Sunday 1 December 2024.

For enquiries about the role, please contact Angela Kazonis, Manager Proactive Customer 4 Officer, Estate Management on Angela.Kazonis@tag.nsw.gov.au. 

For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor on Antonio.Caswell@tag.nsw.gov.au.

Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted. 

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at peopleandculture@tag.nsw.gov.au
• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months. 

Thank you for your interest in this role. We look forward to receiving your application.